Yearly Archives: 2018

I’ve been facilitating strategy away days for many years now. But I’ve also been a participant, as a director/manager within the various organizations in which I’ve worked. So I’ve been able to look at them from both sides of the fence. I’ve been interested in what people think about these events, so I recently decided

I recently typed this question, “Why are front line customer service people so confused?” into Google. In 0.43 seconds I received “about 250m results”. In fact, I couldn’t find any answers as to why customer service people are so confused. What I did find were many articles about confused customers – “Tell-tale signs your customer

An interesting article in Business Insider UK (May 2017) discussed the importance for new students of reading. It came up with ten key ways in which reading can help – see below. While I wouldn’t challenge the principle of reading being a key part of academic learning – I think the volume we now give